Freshservice

Freshservice is an incident management, asset management, release management and service catalog software solution. The Freshservice system allows you to manage service desk queries and requests efficiently, enhancing UX and service delivery. The service allows a company’s agents to use powerful automation tools and collaborative features which improve productivity.

Company Overview

Number of Customers

10,000+

Office Location

35 King Street, London, WC2E 8JG

Established Since

2010

Freshservice is an incident management, asset management, release management and service catalog software solution. The Freshservice system allows you to manage service desk queries and requests efficiently, enhancing UX and service delivery. The service allows a company’s agents to use powerful automation tools and collaborative features which improve productivity.

The Freshservice system was launched in 2014, and was created by Freshworks, a SaaS company which provides its software solutions to companies such as Honda and Unidays. It is essentially an all-in-one IT service desk, allowing organisations to meet the demands of their customers and stakeholders more easily.

Key Product Features

Great UIFreshservice features an intuitive and state of the art user interface, allowing company employees to use the Freshservice system with little (or no) training required. As well as being well-designed, their system can also be tailored to an organization’s personal needs, whether they be IT-related or non-IT-related.

Support The service also features multi-channel support, providing users with support for issues which they may encounter. The system allows an organization to provide user support via email, phone chat, live message chat, a self-service portal, or in person. It also allows many processes to be automated, which helps users and customers with more common or minor issues.

Unique UXFreshservice has followed the gamification trend which has emerged in recent years, allowing organizations to gamify their service desk and turn it into a more compelling and entertaining experience for their staff, which often leads to a boost in employee morale and job satisfaction.

Vast amounts of dataFreshservice provides its users with a wealth of information, allowing them to maintain records of things such as contracts, assets, hardware, software, and all the relevant details attached to these assets. From initial acquisition to eventual expiry, Freshservice allows users to keep track of all their important assets.

Mobile appThe service also supplies a highly-rated mobile app for its users, allowing key employees to have access to important information while away from their office. The mobile service desk app is available for both iOS and Android, enabling users to use many of the features that they could in the PC version of the software. Incident management serviceFreshservice’s incident management services allow team members to resolve tickets and issues via email, phone call, live chat, or many other means. Their SLA management services also mean that users can create task deadlines based on different business hours or ticket categories at hand.

Knowledge managementSimilarly, the service’s knowledge management systems allow one to create solutions for incidents and issues, automatically converting the solutions into knowledge base articles which can inform the rest of the incidents team. There is also a self-service portal, which allows customers to visit the knowledge base before looking for their own solutions. Freshservice also makes use of automation, taking the hassle out of much of your team’s work.

Inventory management serviceWhen it comes to asset tracking, Freshservice provides an inventory management service which allows users to manage their IT and non-IT assets, whether they be physical items, contracts, or pieces of software. The system allows users to evaluate the price of the items and plan purchases accordingly. The system also comes with an asset auto-discovery tool, enabling users to use discovery tools in order to automatically scan for all the hardware and software, ensuring location and other relevant information.

Key Capabilities

IT Asset Management

Manage Cloud Services and Applications

IT Service Management

Manage On-Premise IT Hardware and Software Assets

Detailed Capabilities

Automatically prioritize tickets based on impact and urgency

Efficient call and incident logging system designed to reduce manual data entry

Testimonials

"Fresh and simple. That is what we are looking for in today's world where simplicity is overlooked and not found in other tools."

Lauren Nunnally

Swinerton Builders (San Francisco Bay Area)

IT Director

"Freshservice can help IT managers increase efficiency by changing the conversation from I need more people to be successful to my people are successful because they are able to focus on what they mean to do"

Ben Greeno

Judson University (Boulder, Colorado)

Director of IT

"When a tool is intuitive and easy to use, you're more likely to explore and make the most of all the tool's functionalities."

Kenneth Byrne

Moneycorp (London, United Kingdom)

IT Service Director

"It was definitely the best bang for the buck for us."

Santo Brullo

DMG (Edison, New Jersey)

IT Service Director

"I was surprised at the speed of implementation, Freshservice was available the next day and ready to use in under a week. "

Craig Bell

Cordant group (London, United Kingdom)

CEO & Founder

"Setting up Freshservice was like putting together LEGO blocks."

Jonas Christoffersen

ShowIT Media (Sealand Region, Denmark)

Help Desk Supervisor

"It's great that all our suggestions and requests for tweaks in the tool have been welcomed by Freshservice and they've been making those changes as well. It's really good for the future."

Ray Wise

Addison Lee (London, United Kingdom)

Co-founder and CTO

"Freshservice has ensured that our operational data is available to us at any point of time. It has saved us a lot of man-hours."

Rajaraman Santhanam

Chargebee (Chennai, Tamil Nadu, India)

Social IT Director

"We use Freshservice in a way nobody else did before - by using it in many teams that aren't just IT. It's efficient and exactly what we wanted."

Juan Ramone Dorte

INCAE Business School (Abingdon, Oxfordshire, United Kingdom)

Head of Service Delivery

"There was no way to understand our progress and targets before. Since Freshservice, we've seen significant changes and improvements on that front. "

Gareth Rees

Rant and Rave (Southampton, United Kingdom)

Senior Manager of People Operations

"Freshservice has helped us improve our ability to serve to requests or queries in an elegant and professional manner. The portal experience is very good."

Karthikeyan Rammohan

Flipkart (Bengaluru, Karnataka, India)

Project manager

"If another organization is frustrated with their current ITSM tool and wants a breath of fresh air (pun intended), then Freshservice is there ready and waiting."

Adam Le Feuvre

M&C Saatchi (Leeds, United Kingdom)

Director of ICT Support Delivery

"Freshservice has given us clarity into everything that's happening - it ensures fair and identical service quality across academies."

Stuart Jones

Outwood Grange (Wakefield, UK)

Head of IT Operations

"We have seen dramatic improvements associated with the implementation of Freshservice."

Tom Peach-Geraghty

Unidays (Nottingham, United Kingdom)

Director of IT Operations

"I was afraid during the implementation that I might have to do it all alone and figure things out myself. But Freshservice's support was very good. They supported me through every step of the way."

Pieter Thewis

BAM Belgium (Brussels Area, Belgium)

Business Systems Analyst

"Freshservice's automations and integrations help us run the IT team as efficiently as possible"

Missy Ivan

Brisbane Racing Club (Brisbane, Australia)

Group IT Director

"Freshservice is a platform that really supports the way we work as a group."

Chris Balmbro

Currie & Brown (London, United Kingdom)

Manager of Information Technology

"The Freshservice mobile app has cut down a lot of time for us and we like to be mobile when we're away from the desk. Freshservice is a fantastic product that we're happy to have chosen as our ITSM solution."

Tony Casey

Motorama (Brisbane, Australia)

IT Director

"Consolidation of all service delivery functions with the help of Freshservice enabled the business to become India's largest supply-chain and logistics provider."

Gaurav Gupta

Delhivery (Gurgaon, India)

Senior Systems Administrator

"Freshservice's reporting helps us track all the work we do. It's really important for us to see how we are working as a team."

Aaron Spiteri

Anne Street Partners (Sydney, Australia)

ICT Manager

"Freshservice allows us to do things that matter, when they matter; it allows us to work together as a team to support our users; to not just fix problems but let us be a part of what they do, understand what they do and come to the table with a solution that works - not just from a problem perspective but also through innovation. "

Joshua Lyon

Donvale Christian College (Melbourne, Australia)

Chief Information Officer

"Veeva's customer satisfaction rating is 97% with Freshservice. The teams love that the stats show happy internal customers. It's a 'pride' thing - they chose these careers because they want to solve problems and Freshservice helps them do that. The positive feedback keeps them going, and motivates them to keep trying to be better than before."

Prasad Ramakrishnan

Veeva Systems (San Francisco Bay Area)

Senior IT Manager

"Our plan, our vision with Freshservice is to make it a one stop shop for everything and to brand it to a point where I can redirect users to all solutions from the portal itself. We want Freshservice to be the single point for all requests."

Zenon Oratis

Averda (Cyprus)

Service Delivery Manager

"Love the fact that when a customer rates a ticket, it lets future agents know if they were satisfied with past service or whether they will need more than a call to make them happy."

Ben Laxton

Royal Rehab (Sydney, Australia)

Head of ICT

"We just wanted something that we could easily get up and running - plug in and use, with appendages upfront - but then Freshservice had the additional functionality that let us configure it to our needs as we work."

Mark Heyworth

Sellwood Housing (Calne, Wiltshire, United Kingdom)

IT Operations Director

"Freshservice is extremely easy to setup and easy to use - both at the agent and end user level."

Marie-Alice Calando

Serimax (Champs-sur-Marne, Île-de-France, France)

Head of IT Operations

"Freshservice was willing to go the extra mile to make sure the system met our needs. Overall, Freshservice has been one of the best tools we have worked with - no matter what time of day it is, they always get back to us within a few hours of getting in touch."

Grant Harris

Western Sussex Hospitals (Chichester, West Sussex, United Kingdom)

Operations Manager for IT

"The things that really brought us to Freshservice were asset management and contract management. Each of our business units was doing things differently and no one was really doing well. Then when we had a demo of Freshservice to see how we could leverage and standardize things across units, we really liked its features. In fact, contract management was not even something that we were looking at, but having it really brought us along. "

Jared West

East West (Avon, Colorado)

IT Support Specialist

"IT Support Specialist at Synpulse, recommends Freshservice as an affordable and reasonably priced end-to-end ITSM solution offering an intuitive Service Catalog to enable in-house knowledge management"

Romelou Jay Orofeo

Synpulse (Region VII - Central Visayas, Philippines)

IT Director

"As a customer, I am extremely happy with how Freshservice is listening to all our requirements and are proactively pushing us to derive the most value from this tool "

Uditha Wijesundara

ISM e-Company (Sri Lanka)

Centro Command Center Manager

"It was very easy. We just put our imagination to how we wanted the system to work and we had a couple of engineers from Freshservice working with us. It took two weeks to establish the complete system for us."

Abey El Sayed

CentroGS (Egypt)

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